Help & Advice

If you can't connect to the internet and are receiving messages such as "This page can't be displayed", "You aren't connected to a network" or "Can't connect to Broadband" - then here are a few things you can check to try and fix the problem:-

1. Are other devices working okay?

The first thing to check is whether other devices (if you have any) such as desktops, laptops or tablets can connect to the internet or not?

 

This will answer whether the problem is with one particular computer, or with your broadband connection

 

If other devices in your home have a working internet connection then continue to Step 2

 

If none of your devices will connect to the internet then proceed to Step 3

 

2. Check Windows Connection Status

If other devices in your home have a working internet connection then the fault must be with one particular device rather than with your broadband connection

 

On the computer that has no internet connection look for the network connection icon in the bottom right corner near the clock (as shown below) - the top one is for a wireless connection i.e. laptop/tablet and the second one is for a wired connection i.e. desktop computer

 

If the icon is showing as below then it is indicating that you are connected okay, if you still cannot browse then something else on your computer is blocking your access

 

If the problem has only started recently then try following the System Restore instructions in the previous section or contact me and I can arrange a visit to diagnose further

 

 

If the icon is showing with a yellow exclamation mark then it means that the computer has a connection to the router but cannot get internet access - this could be caused by many different things ranging from incorrect settings, viruses or hardware faults

 

If the problem has only started recently then try following the System Restore instructions in the previous section or contact me and I can arrange a visit to diagnose further

 

 

If the icon is showing with a red cross then this means that your network adapter is disabled - this is often a common cause of internet problems on laptop devices as they often have a switch on the front or side to turn on/off wireless and this can often get caught accidentally when holding/carrying the laptop - double check that the switch is turned on

 

 

If the icon is showing with an orange circle as below then this means that you are not connected to wireless but connections are available

 

 

3. Check lights on broadband router

The next step is to locate your broadband router and look at the lights, as this will indicate whether it is connected okay or if there is a problem

 

The lights will vary depending on which router you have but in most cases they should look similar to the examples shown below:-

 

The following table explains what lights you should be checking for on the most common routers - similar logic should be followed for any router not shown:-

 

 

 

If the Power light is not lit on your router then check all power switches, power leads, wall sockets and extension leads in use to make sure they are working okay - if other items work fine from same wall socket but you still get no lights at all on your router then it is likely it has malfunctioned and you will need to contact your internet provider for a free replacement - see below for contact details for most providers

 

If the Broadband / Internet light is not lit or flashing amber/red then it indicates that the router is either not detecting a broadband (ADSL) connection or that it is failing to connect to the internet provider - check all cables and connections as per next step

 

4. Check Cables/Connections

Double check that your router is plugged in correctly:-

 

Power Lead - this cable should lead from the back of your router and be plugged into a working wall socket

 

Phone Cable - this cable should lead from the back of your router and be plugged into the ADSL (or Modem) socket on an ADSL filter (as shown below) which is then plugged into your telephone socket

 

Ethernet Cable (optional) - if you have a desktop computer located near your router then this cable would lead from the back of your router to the back of your computer

 

5. ADSL Filters

Every phone socket in the house which is in use needs to have an ADSL filter (as shown below) plugged in to it and any phones/fax machines then plugged into the socket marked phone on the filter

 

 

If you have any spare filters then you can try changing the one used by the router to a new one to see if it will then connect

 

You can also try unplugging everything from all other sockets except the main one where your router plugs in just in case a faulty telephone (or other device) is causing the problem

 

6. Restart Router

Often restarting or powering off the router for a short time will solve the problem and allow it to reconnect:-

 

•If your router has a Restart button (like seen on the BT Home Hub) then press and hold this button until all the lights flash

 

•For other routers without a Restart button either switch off using the power button or unplug from the wall socket - leave for at least 30 minutes and then plug in / switch on

 

Wait a short while for all the lights to settle down and see if the Broadband / Internet light now comes on and stays on rather than flashing - if so you should now have internet access

 

Contact Internet Provider

If after doing all the above checks you still have no internet access and your router Broadband / Internet light is still not lit or is flashing then this indicates a fault with your internet provider or phone line

 

You will need to contact your internet provider to make sure there are no known faults in your area - phone numbers for most providers below

 

If your provider reports no problems and none of the above steps help then give me a call and I'll arrange a visit to diagnose further